At Coast Capital, we’re not dreaming about a better future, we’re building one. As a member-owned cooperative, we’re helping our members with their real goals and real challenges so they can live the real life they want. It’s what we’ve been doing for over 80 years, and it’s why today we stand almost 600,000 members strong. Plus, we invest 10% of our budgeted profits back into our community – almost $90 million since 2000 alone – because when our members do well, we believe our communities should do well too.

Workforce Planning Analyst

Aug 29, 2025

Location(s): Help Headquarters

Job Type: Full Time Regular

myWork Program: Hybrid

Starting Salary Range: $64,700.00 - $77,600.00

Background Screening Requirement:

• Enhanced Criminal Record Check
• Credit Check
• Identity Verification
• Employment Verification
• References

What’s the job? This role will build and execute a department-wide workforce planning initiative. This role will blend skills in strategy, business acumen, talent management, and data analysis. You will be accountable for providing insights and guidance to inform future focused planning activities, delivering workforce planning tools and solutions, and serving as an integration point across internal and external stakeholder groups to drive collaborative workforce planning.

This position is responsible for long-term, short-term, and intra-day contact volume, productivity, and capacity forecasts while providing recommendations for risk mitigation plans. This role will also be responsible for creating staffing plans and schedules/work patterns for member facing CRW teams. The ability to forecast accurately and creating corresponding schedules is crucial to the role. The individual in this role should exhibit a full knowledge of workflows to provide the most successful staffing solutions for Omni channel member interactions.

What you’ll get to do:

• Create long-term, short-term, and intra-day forecasts derived from understood business drivers.
• Design, create, build, edit, and maintain staffing models.
• Maintain staffing and headcount records and recommend hiring plans for long/ short range planning.
• Support business decisions through the preparation of timely and accurate predictive forecast modeling with specific focus on improving the member experience and maximizing operational efficiencies.
• Aggregate forecast information into a comprehensive document to be published with senior leadership for headcount, budget, and capacity planning purposes.
• Provide analysis and recommendations to improve staffing levels and efficiency.
• Lead analysis of vacation, and absence records (shrinkage) for on-going historical trend analysis and offer recommendations for forecasting purposes.
• Provide regular status updates via dashboards and reports.
• Create a meaningful interpretation of data through use of tools, industry experience and logic to frame situations and allow meaningful dialogue and decision making.
• Accountable for forecast accuracy with agreed upon variance thresholds; Ability to articulate reasons for forecast variance and recommend changes to enhance forecast accuracy and effectiveness.
• Collaborate with the business operations leadership to understand strategic goals and promote an environment conducive to creativity, change, and information exchange.
• Generate short and long-term staffing models including “what-if” scenarios based on service level goals, AHT, etc. and provide recommendations based on analysis.
• Oversees and maintains the workforce management tool (configurations for skills, call & multi-channel routing, associates, historical trends, anomalies, etc.) Multi-channel includes calls (Inbound & Outbound), Email, foot traffic (Branches) and Chat.

Who are we looking for?

• Experience in capacity planning and creating forecast models for staff and budget planning
• Experience with WFM software (Calabrio, Verint, Pipkins, NICE/IEX, etc.) that includes real-time adherence preferred
• Strong working knowledge of Workforce Software Solution
• Understanding of CRM (Salesforce) and Contact Centre solutions (NICE)
• Experience presenting reports, forecasts, trends, and recommendations to leadership in a clear, concise, and actionable manner
• Advanced working experience with Microsoft Excel
• Working experience with planning models to include forecasting and staffing models
• Ability to prioritize, organize and summarize data
• Working experience using analytical and problem-solving skills; interpreting and summarizing complex data as it relates to call center operation and technologies
• Attention to detail and process
• Ability to influence and drive results
• Demonstrated effective verbal and written communication skills
• The ability to be flexible and adaptable to change in a dynamic work environment
• Ability to work autonomously as well as part of a team

Equity, Diversity & Inclusion at Coast Capital Don’t meet every single requirement? At Coast Capital, we believe everyone has potential. We are committed to building better, brighter, more inclusive futures for everyone – including our employees. We see the potential in our employees to achieve amazing things and want to invest in your future. If you’re excited about this career opportunity and your experience may not perfectly align with every qualification in this job posting, we still encourage you to apply. You may be just the right candidate for this or other opportunities at Coast Capital.

At Coast Capital, we are committed to equity, diversity and inclusion. We strongly encourage applications from Indigenous Peoples, Black, and racialized persons, persons with disabilities, people of diverse sexual and gender identities and women. We value applicants who have demonstrated a commitment to equity, diversity and inclusion and recognize that diverse perspectives, experiences and expertise benefit of our employees, our members, and our community.

Coast Capital is committed to providing an accessible recruitment experience. If you are a candidate with a disability and require accommodation(s) during any stage of the recruitment process, please contact us at accessibility@coastcapitalsavings.com or 778-391-5836. This contact is intended solely for inquiries or feedback related to accessibility barriers, accommodation requests or alternate format requests. We will work with you to ensure your needs are met. You will only receive a response to inquiries related to these topics.

Why join Coast Capital Savings?

• Purpose is our North Star. We look at everything through our purpose. It informs the advice we provide our members, the experiences and products we create, and the programs we build to support our employees and communities.
• Committed to inclusion and engagement. We have an ongoing focus on equity, diversity, and inclusion and routinely track how we’re doing, and what we need to do to keep improving. We foster a culture where everyone can feel safe to be who they really are and thrive.
• A career that grows with you. We believe in developing our people and promoting from within. Many employees have spent decades, and sometimes their entire careers, with Coast Capital and have progressed from the frontlines to senior leadership.
• Work where you’re most effective. In 2020 the world changed, and that includes how we work. In response to COVID-19 we launched myWork, which gives employees flexibility in where they work based on the nature of their role.
• Benefits that flex to the needs of you and your family. We offer comprehensive, customizable benefits for you and your family, so you can choose what fits best for you and your lifestyle.
• Retirement options. We also take care of our employees once they retire. That’s why we offer the choice of a defined contribution or defined benefit pension plan or RSP’s.
• Mortgage and auto financing benefits. Employees save thousands on their mortgages and auto loans with best-in-category benefits.
• Real Recognition. We recognize excellence throughout the year, through an online community that lets employees give kudos and thanks throughout the year. We’re human, which means we like to have fun with events, celebrations, and recognition throughout the year.
• An award winning culture. We’re a Platinum member of Canada’s Best Managed Companies and are regularly recognized by Canada’s Most Admired Corporate Cultures and the BC Top Employers Awards.
• We reinvest 10% back into the community. When we do well, our communities do well. That’s why since 2000 we’ve invested over $90 million into our member’s communities.
• Double your impact. Through our employee volunteer program, Coast Capital donates $10 for every hour you volunteer to a Canadian charity or non-profit of your choice.